orders@ocanadasoapworks.com
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  1. We have a 100% Customer Satisfaction Policy. Products can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund.

Please note that the following products are non-returnable, non-exchangeable, and non-refundable:

  1. All subjective returns (where there has been no mistake on the part of OCS) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater.
  2. Returns authorized beyond the two-week period will be assessed a 30% restocking fee, or a minimum of $10, whichever is greater.
  3. If an error has been made by OCS on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
  4. All product returns require an authorization number. This R.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.
  5. All Canadian returns are to be sent to our Canmore Warehouse for assessment. The statement ‘Goods Returning to Manufacturer’ must be stated on all packages. All returns must be shipped by ground Postal Service. If returned by any other shipping method, customers will be responsible for any surplus charges.
  6. All subjective returns must be returned unused and in it’s original packaging within 15 days. Due to storage conditions being outside of our control, there will be no exceptions to this policy. And since storage conditions are outside of our control, our retained samples will serve as the benchmark for quality related issues. In other words, if the retained samples have no quality issues, no returns will be considered after the 15-day period. If the returned merchandise is not received by us or if it is damaged, we are unable to issue a refund or credit. There is no refund on return freight.
  7. If the cost of a returned item is $5 or less, a credit will be applied to the customer’s account. There will be no refund or replacement for that product.
  8. Refunds or credits for any reason can take up to 2 weeks to process, depending upon the volume of returns. From the date you receive our credit memo by email, refunds may take up to 8-10 business days for your financial institution to process before appearing on your statement.
  9. Refunds will be processed in the manner in which the order was paid. We require VOID cheque to credit the account if order is paid by E-Transfer, Direct Deposit, ACH, or Wire Transfer.